Gladly adds 6 AI features that take customer experience AI further

Gladly has always delivered fast, accurate, and personalized resolutions, while other AI tools prioritize speed over experience, offering quick replies but falling short of real resolution, brand-aligned communication, or intelligent handoffs.

But the problem isn't the AI itself. It's AI designed only for deflection. Most solutions optimize for one dimension, pushing customers away as quickly as possible, and leave long-term value on the table.

Now, with six new capabilities at Gladly, you won’t have to compromise. These features bring our customer experience AI to more channels, teams, and moments in the customer journey. Each one delivers operational efficiency and the personalized experiences that build lasting customer value. This technology is not just an upgrade; it's a whole new level of what CX can accomplish.

Voice AI

When customers pick up the phone, their issue is urgent. Yet instead of quick resolutions, they often face long wait times and frustration. For businesses, these wait times make sense. Voice support can be costly and inefficient. But when brands turn to AI for help, they often end up with robotic, disjointed systems that lack customer context.

Voice AI changes that. It engages callers instantly, eliminating wait times and ensuring customers feel heard from the moment they reach out. Unlike traditional AI solutions that feel robotic or disconnected, Gladly uses generative AI to create natural, intuitive conversations. With deep customer context and knowledge of brand guidelines and past interactions, it answers questions and takes action in real time, all without human intervention.

When a human touch is necessary, Gladly seamlessly hands off the conversation to team members with full context and recommended next steps.

Customers never repeat themselves, and team members can focus on resolution instead of gathering information. That's efficiency that strengthens relationships rather than eroding them.

Shopping assistant

By resolving common support queries and offering personalized recommendations, it ensures fewer abandoned carts and more completed purchases.

When a human touch is required, Gladly smoothly hands conversations to team members with full context, so they can focus on high-priority issues like assisting VIP customers or resolving complex cases.

The result? A radically personal shopping experience that mirrors expert in-store guidance while driving increased revenue and loyalty.

Email

Email remains one of the most challenging support channels. Customers needing help face days-long wait times, while support teams spend valuable time combing through lengthy conversations to understand context and craft thoughtful replies, all while the email queue continues to grow.

Gladly email transforms this experience by bringing AI-powered resolutions to email. It crafts personalized replies and, most importantly, takes action on behalf of a customer. It's not just responding with information, it's resolving issues, escalating when needed, and clearing out backlogs.

This increases capacity and efficiency across your team, while delivering personalized experiences to customers. Team members can focus on higher-impact conversations, and when they step in, they're equipped with clear conversation summaries, without having to sift through every message. Customers benefit from faster responses and support that feels thoughtful and personal, even over email.

Guides and Journeys

Complex AI implementations often create frustrating bottlenecks and suboptimal customer experiences. Most businesses struggle with AI that requires deep technical expertise, leading to wasted investments and delayed results.

Guides and Journeys transform how businesses build and evolve AI by making setup and optimization intuitive, fast, and accessible to everyone, not just technical experts. Instead of relying on complex programming, CX teams use natural language to train AI as easily as they would train a new team member.

With Guides, teams design workflows by outlining how it should respond, retrieve information, take action, and escalate. It feels less like configuring software and more like onboarding a teammate using familiar support documentation and processes.

Once Gladly is live, Journeys provides full performance visibility through intuitive dashboards that highlight what's working and where improvements are needed, based on real customer conversations. CX teams can prioritize improvements without specialized analytics expertise.

This creates a seamless cycle of training, monitoring, and optimization. As Journeys surfaces insights, teams can instantly update Guides to keep Gladly aligned with evolving customer needs, no waiting on IT or engineering.

Gladly for helpdesks

Many brands want better AI, but are locked into existing systems. Gladly for helpdesks solves this by helping your existing CRM, order management systems, and other critical tools handle more conversations with less strain.

It delivers end-to-end resolutions so teams can focus on high-impact conversations, while also helping customers with purchases through product information and recommendations, driving deeper engagement and revenue.

You can integrate this fully standalone Gladly intelligence with your existing knowledge base. Gladly for helpdesks accesses your brand's information to provide instant, accurate responses to customer questions.

It's easy to train on your specific brand policies, tone of voice, and escalation procedures. No code required, just share simple, step-by-step Guides with Gladly. You can thoroughly test everything in a controlled environment before deploying to ensure it aligns with your guidelines and performance expectations.

Staying ahead of what the market demands

These six new capabilities aren't just responses to market trends. They're setting them. While others play catch-up with deflection-focused AI, we're defining what an intelligent customer experience actually looks like.

This reflects what we hear from CX leaders and frontline teams. They want AI that works with their people, not around them. Tools that drive real outcomes on revenue, resolution time, and relationships. They're tired of being told to choose between cost savings and customer experience.

With these capabilities, you don't have to choose. You get the efficiency your CFO needs and the customer devotion that drives lasting business value. That's the difference between AI that deflects and AI purpose-built to engage.

Ready to see how Gladly can transform your customer experience?